Director, Marketing- Digital Customer Experience

Gilead Sciences•Foster City, CA

12h

About The Position

At Gilead, the mission is to create a healthier world by tackling diseases such as HIV, viral hepatitis, COVID-19, and cancer through relentless development of therapies and ensuring global access. For over 35 years, Gilead has made significant advancements, including a cure for hepatitis C and revolutionary improvements in HIV treatment and prevention. The company emphasizes collaboration, determination, and the critical role of every team member in scientific innovation. People Leaders are considered crucial for the employee experience, fostering an inclusive environment where employees are developed and empowered. As a Director Marketing, Digital Customer Experience, HIV Prevention, this role is critical within the US marketing organization to support the current HIV prevention portfolio and potentially launch future HIV prevention therapies.

Requirements

Bachelor's Degree and Twelve Years' Experience OR Masters' Degree and Ten Years' Experience OR PhD and Eight Years' Experience
Familiarity with CX metrics (CES, CSAT, NPS) and processes (journey mapping, VoC programs)
Proven experience in health tech, digital solutions, and mobile experiences; ability to write clear business requirements
Experience designing and optimizing CRM-driven, personalized journeys (e.g., email/SMS/in-app) with preference for patient support initiatives to improve adherence and persistency
Executive presence with strong influencing, communication, and negotiation skills
Ability to influence and align a complex matrix of senior stakeholders to drive decisions, resolve tradeoffs, and ensure cohesive delivery across Brand, Market Access, Field, Medical, Legal/Regulatory, and Technology partners
Ability to synthesize data and make actionable recommendations
Deep understanding of FDA regulations and US pharma marketing compliance
Thorough understanding of managed market and access landscape

Responsibilities

Define and own a digital health roadmap in partnership with Digital Strategy & Operations team and Market Access/Patient Support targeting friction points across the patient journey—from access to adherence. Align solutions with brand imperatives to enable a positive customer experience from access through adherence
Lead a robust adherence program strategy and execution plan, including patient support pathways, behavior-change interventions, and partner enablement—driving measurable persistence and outcomes in coordination with Brand, Medical, Field, and Digital teams.
Enable breakthrough digital health initiatives that improve outcomes and experiences while ensuring compliance with regulatory and data integrity standards.
Lead PrEP CX transformation execution, including Voice of Customer (VoC) programs, journey mapping, and CX measurement frameworks.
Shape the annual strategic and tactical plan for HIV prevention, translating brand strategy into prioritized digital/CX initiatives with clear business cases, resourcing, and implementation roadmaps.
Drive execution and pull-through of digital customer experience optimizations supporting pipeline and lifecycle objectives, ensuring solutions are scalable, integrated, and field-ready.
Establish an insights-driven operating cadence by integrating primary and secondary data sources; translate analytics into executive-ready narratives and action plans that improve experience, performance, and outcomes.
Provide strategic perspective on industry trends, competitive activity, and emerging digital capabilities, recommending differentiated approaches that advance brand leadership and patient impact.
Oversee end-to-end content review and approval through the internal review and Med-Legal-Reg processes, ensuring high-quality submissions, timely stakeholder alignment, and secure final production readiness.
Create Inclusion - knowing the business value of diverse teams, modeling inclusion, and embedding the value of diversity in the way they manage their teams.
Develop Talent - understand the skills, experience, aspirations and potential of their employees and coach them on current performance and future potential. They ensure employees are receiving the feedback and insight needed to grow, develop and realize their purpose.
Empower Teams - connect the team to the organization by aligning goals, purpose, and organizational objectives, and holding them to account. They provide the support needed to remove barriers and connect their team to the broader ecosystem.

Benefits

discretionary annual bonus
discretionary stock-based long-term incentives (eligibility may vary based on role)
paid time off
company-sponsored medical insurance plans
company-sponsored dental insurance plans
company-sponsored vision insurance plans
company-sponsored life insurance plans
Additional benefits information available at: https://www.gilead.com/careers/compensation-benefits-and-wellbeing

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